How we got here
Working with our Google partners, we first defined some ground rules for a good conversation between a barista and a customer.
- Provide just enough information (quick and easy)
- Be honest and clear (no ulterior motives)
- Be relevant to what’s at hand (context)
- Be polite and helpful (like a barista would be to a customer)
Research to understand how our baristas employ the cooperative principle
I worked with UX researchers to access drive-thru recordings that gave me direct insight into how baristas and customers complete and clarify orders. I synthesized common phrases, turns that helped clarify, and the common conversational parts of a barista-customer dialog. This helped create clearer and more conversational phrasing that also helped inform the working team on the specifics of how our customers and baristas cooperate during ordering.
My familiarity with the voice and tone of the Starbucks apps sped up and smoothed out delivery of dialog scripts, alternative phrasing, error message, and product synonyms to our Google partners.